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Case Management - Multiple Customers RRS feed

  • Question

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    I am implementing CRM and Cases to our Customer Service and Support groups. I have created a case for a customer issue and another customer calls with the same issue. I want to be able to work with a sinlge case, but when it is resolved i want it to track back to both (or more) customers. I don't see an easy way to assign multiple customers to a single case. Is thier an easy way or should I create multiple cases for the same problem? Other Ideas?
    Monday, June 30, 2008 3:41 PM

Answers

  • There are a couple of ways to solve this problem. 

     

    1.  Create a service ticket that is 1-M to cases and use cases as a grouping of service tickets. 

     

    2.  Create a corrective action that is related M-M to cases, that way you can also group many cases together.

     

    Of course I am assuming that you want to group cases together for reporting product defects, etc.

    Monday, June 30, 2008 7:45 PM